Set a Routing Order to Fine–Tune How Chats Are Assigned to an Agent
Give your customers a better shot at reaching an agent by providing
multiple agent and chat button options for chats to route to. Replace the assigned chat button
with a list of user IDs and button IDs. The chat is routed to the first available user or
button in the list.
Where: This change applies to Lightning Experience and Salesforce Classic in Professional, Enterprise, Unlimited, and Developer editions, using the Snap-ins code snippet version 5.0 and later.
How: Upgrade your code snippet to version 5.0. Use the embedded_svc.settings.fallbackRouting parameter to set an array of buttonId, userId, or userId_buttonId.